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Survey Creator & Setup FAQ

Find answers to common questions about building, customizing, and publishing guest surveys—including setting up question types and configuring conditional logic

  • How many surveys can I create, and are they included in my package?

    Survey access depends on your subscription tier:

    • Growth and Pro Packages: Include unlimited surveys per location or Business Unit.
    • Core Package: Surveys are not included in this plan. You will need to upgrade to a Growth or Pro package to enable survey features.

  • What is a Business Unit?

    A Business Unit refers to your main hotel property or a distinct, semi-independent department within it—such as a restaurant, spa, or conference center.

 

  • How do I start creating a new survey?

    Navigate to the Surveys section and click the Create Survey button to launch the configuration wizard. Enter a clear internal name, optionally select a Target Audience, choose whether to start from scratch (Blank Survey) or use a Template, and click Create Survey.

 

  • What structural elements can I customize on the survey?

    You can customize the public-facing Title & Description, opt to turn on a dedicated Welcome Page to greet guests, and configure a Thank You Page that automatically uses your account's saved logos and branding guidelines

 

  • What types of questions can I add to my survey?

    You can add a variety of question formats by clicking Add Question, including:

    • Standard Metrics: Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
    • Visual Ratings: 1–5 Star ratings or Emojis.
    • Text Fields: Short text input or long-form comment boxes.
    • Choice Selections: Single-select (radio buttons) or multiple-select (checkboxes).


  • How does conditional logic (sub-questions) work?

    Conditional logic allows you to automatically trigger specific follow-up questions based on a guest's response. For instance, if a guest gives a low NPS score, you can display a sub-question asking them to elaborate on what went wrong so you can gather targeted feedback without cluttering the main survey.


  • How do I test or launch my survey once it's built?

    Use the tools in the top right-hand corner of the Survey Creator:

    • Live Preview: Check how the survey displays on both mobile and desktop screens.
    • Save as Draft: Save your progress to edit or launch later from the survey dashboard.
    • Publish: Make the survey active so it can be distributed to guests via your automated triggers or chosen channels.